Keeping customers at the centre of all company initiatives is the core of every business. The benefits of delivering a great customer experience include increased customer satisfaction, better word-of-mouth marketing, positive reviews and building strong customer loyalty.
Today, customer experience, also known as CX, is essential for business success. CX refers to the customers’ holistic perception of their experience with a particular business or brand which arises from every interaction a customer has with the business, from navigating the website to submitting an enquiry and receiving the product/service.
In this course, learners will have an overview of Customer Service and Customer Experience, also known as CX. This is followed by examining the impact of Service 4.0 (The Future of Services in the Economy) on CX. A highlight of the course is that participants will get a chance to plan a customer experience strategy for their respective organisations. At the end of the course, participants will understand and apply the concepts of delivering an exceptional CX for their customers.
Learning Objectives
By the end of the course, participants will be able to
- Understand Customer Experience
- Examine the impact of Service 4.0 (The Future of Services in the Economy) on CX
- Plan a customer experience strategy for your organisation
Who should attend?
Customer experience professionals, and individuals who are interested in how digital innovations today can impact Customer Experience positively now and the future.
Entry Requirement
This course is suitable for participants who have basic knowledge of customer experience and service management.
Certification
Participants will be awarded a certificate of completion upon meeting the 75% course attendance requirement.
For courses with assessment component, participants will be awarded the certification of completion upon passing the assessment. Otherwise, a certification of attendance will be issued instead upon meeting the 75% course attendance requirement.
Trainers' Profile
Kelvin Kwek believes in lifelong learning and nurturing others with his work experiences and academic training. After graduating from the National University of Singapore, he continued to earn his Master’s degree and post-graduate diploma in e-Commerce and Marketing on a part-time basis while working in the public sector. Kelvin went on to pursue a career in the private sector working for Singapore Airlines Engineering Company and DBS Bank. Prior to joining Republic Polytechnic, Kelvin was one of the top performing investment sales manager in the Banking industry. In Republic Polytechnic, some of the modules that Kelvin lectures are Customer Experience in Banking and Finance, Hospitality Sales and Customer Relationship Management. He also conducts corporate training for the banking, retail and services industries specialising in sales management and customer experience.
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).